If your Dave Debit Mastercard was lost or stolen, or if you are seeing transaction(s) you do not recognize, you should immediately freeze or replace your Dave Debit Mastercard®.
It’s important that you file your dispute as soon as you notice the unauthorized transaction. Waiting too long to report an issue could result in your claim being denied.
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What you should do
Before we can begin an investigation, the transaction in question must post to your account, which can take up to 3 business days. Please note, pending transactions cannot be disputed; however, you can always reach out to the merchant to attempt to resolve the issue.
You can contact us by:
• Phone - Calling the number on the back of your Dave Debit Mastercard®, also found on your bank statement
• Mail - Write to us with the full details of the transaction in question to the mailing address found on your bank statement
What we need to file your dispute
Be sure to have the following details ready before filing your dispute:
• Full account or debit card number
• Transaction details, including: the merchant name, transaction amount, and date of the transaction
• The reason for disputing the transaction
• Any supporting documentation, such as: receipts or invoices, communications with the merchant, photos of the defective or damaged merchandise, additional evidence etc.
Our goal is to gather as much detail as possible to ensure a thorough investigation and fair resolution. The more detail and context you can provide us when filing your dispute, the better we can investigate and come to a resolution.
What to expect when filing a dispute
We'll ask you for the above details so we can locate your account and the transaction. Then, we’ll ask you some questions regarding your dispute claim.
Please note, if your dispute is the result of an unauthorized transaction, we will replace your physical Dave Debit Mastercard®. If it needs to be replaced, you can continue to use your digital debit card until your new physical card arrives, which can take up to 10 business days (not including weekends or holidays).
Once we’ve submitted your dispute claim, you’ll receive a confirmation email on what to expect next, including how long the dispute may take and how to determine if the dispute is eligible for a provisional credit.